This document will continue to evolve as existing sections change and new information is added. All updates appear in the following table:
| Date | Product | Feature | Notes |
|---|---|---|---|
| 18 FEB 2022 | Created initial document. |
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Agent Insights 3rd Party Integration
Agent Insights provides service professionals with real time contextual guidance to efficiently resolve customer incidents by leveraging data from external sources.
Chat Agent Affinity reconnects the customer with the last agent that handled the chat session.
Element Manager Coverage for External Objects
The Element Manager enhancements for 22A includes:
- Export and import of External Objects (XO).
- Dependency check for External Objects.
- Search and filter of XO by updated date time.
Admin Configuration Page for Intra Chat in Agent Browser UI
Administrators can now include or remove supported fields to the Intra Chat inlay.
Chat Browser UI: Rich Text & Plain Text Toggle
Agents handling chats in the Browser User Interface, now have the ability to choose whether messages are sent to the customer in the rich text or plain text format.
Structured Annotations for Co-browse provide the ability for agents to utilize newly added shapes from the annotations palette to offer more structured and precise web engagement services to consumers.
The Oracle Service Cloud Platform includes App Builder products, the Experience Platform and the Virtual Configuration Interface Object (CIO) Cloud Service.
B2C Service to CX Unity Integration (Phase 1)
There is a business need for a robust, data synchronization between B2C Service and CX Unity. Incidents from B2C Service are published to CX Unity, so that intelligent attributes may be calculated based on these incidents. Such incident-based intelligent attributes enable downstream applications to tailor their business processes according to the service history of the specific end-customer
SSO Support for Embedded Browsers Across Domains
This enhancement enables our customers to easily have Single Sign-On (SSO) work across domains. Prior to this enhancement, a lengthy workaround was necessary.
Introduction of Splitter Control in Dashboards
Splitter controls have been introduced automatically in dashboards to allow a user to dynamically control the amount of both horizontal and vertical real estate that is allocated to each report.
Report Row Height Support in Browser User Interface
Prior to this feature, the row height for reports in the Browser User Interface was always set to 32px. This is different from the legacy console that defaulted to a much smaller row height as well as provided an ability to configure the row height using the report designer. With the introduction to this feature, the report row height will continue to default to 32px, but a configuration setting has been introduced that will change the default height to 24px.